If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

• A.A broad mix of skills.
• B.Involvement in decisions.
• C.High morale and motivation.
• D.A clear sense of fun and community.
• E.A clear sense of dedication and purpose.
• F.A wide range of emotions.

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What is one increasingly common Service Desk technology?
(Choose 1)

• A.Network monitoring software.
• B.Knowledge management systems.
• C.Electronic paging boards.
• D.Desktop system failure software.

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What is the purpose of a vision statement?
(Choose 1)

• A.To inform customers about strategy outcomes and benefits.
• B.To stretch peoples capabilities to the maximum.
• C.To provide a longer term view of what the Service Desk wishes to become.
• D.To develop a strategy for business enhancements.

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What is a key requirement for effective Risk Management?
(Choose 1)

• A.The identification and selection of methods by which to undertake risk analysis.
• B.The identification of risks and reporting on them.
• C.The identification of the stakeholders required to support the proposed activity.
• D.The identification, selection and adoption of counter-measures to identified risks.

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Which of these models could you best use in an IT support environment?
(Choose 1)

• A.Virtual distributed Service Desk.
• B.Business support desk.
• C.Virtual support desk.
• D.Distributed contact centre.

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